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E-government and E-governance: Local Implementation of E-government Polices in Sweden
KTH, School of Architecture and the Built Environment (ABE), Urban Planning and Environment, Urban and Regional Studies.ORCID iD: 0000-0002-2118-2152
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is recognized in international research that the public sector has been transformed into a networked, open and more flexible, informal and interactive governance structure. This is described as a transition from “government to governance”. Sweden is one of the international leaders with regards to e-government development. The objective of this thesis is to provide a deeper understanding of how e-government policies are implemented in an e-governance context, through empirical case studies in Sweden. The focus is on the local level. The overall research question is: How is e-government policy put into practice when focusing on the local level? This is reported in four articles.

Case study methodology is used as research method, including interviews, focus group interviews, document studies, and some participatory observations. The analysis is partly based on an inductive methodological approach, since this is a new, emerging field of innovative policy and practice.

The analysis arrives at three overarching conclusions: (1) In practice, when e-government policy is implemented and translated at the local level, it tends to happen in an e-governance setting conducted by policy entrepreneurs or promoted by entrepreneurial behaviour in public administration. E-government policies are implemented in relation to local cultures, norms and economic structures. (2) Implementation of e-government and e-governance initiatives requires trust in the service provision among public administrators as well as among citizens. Efficiency and citizen-centred approaches in the redesign of information relationships between public administration and citizens to create some sort of added value are crucial. (3) The thesis indicates that there are two main implications of municipal contact centres (CCs): they localize public services and they combine different services into a one-stop practice striving to provide “holistic” services to the individual citizen. However, although the use of ICT is essential for the organisational transformation, the results indicate that the organisational settings and internal anchoring are greater constraints than new technology for implementation of local e-government and e-governance initiatives in the form of contact centres. One example for potential added value is the source of information of citizens’ issues through the implementation of municipal contact centres, which may have a positive impact on the conditions for local planning.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2014. , vii, 38 p.
Series
TRITA-SOM, ISSN 1653-6126 ; 14:11
Keyword [en]
e-governance, e-government, implementation, policy entrepreneurs, municipal contact centres, policy networks, New Public Management, Sweden
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
URN: urn:nbn:se:kth:diva-152613ISBN: 978-91-7595-238-3 (print)OAI: oai:DiVA.org:kth-152613DiVA: diva2:750658
Public defence
2014-10-09, sal F3, Sing Sing, Lindstedtsvägen 26, KTH, Stockholm, 09:30 (Swedish)
Opponent
Supervisors
Note

QC 20140929

Available from: 2014-09-29 Created: 2014-09-29 Last updated: 2014-09-29Bibliographically approved
List of papers
1. Trust in secure public e-services: Translating policies into use
Open this publication in new window or tab >>Trust in secure public e-services: Translating policies into use
2012 (English)In: Entrepreneurship, Social Capital and Governance: Directions for the Sustainable Development and Competitiveness of Regions, Edward Elgar Publishing, 2012, 241-262 p.Chapter in book (Other academic)
Abstract [en]

The emerging information society challenges relations between public agencies and citizens in many ways. Providing e-services on the Internet and using other forms of information and communication technologies are basic components of e-government. E-services as such are innovations – even if the service itself existed before – as they are a new way of producing and organizing the service. For secure use and successful implementation of innovations in public contexts, the innovation must be considered legitimate and related to policies.

   The European Union and all other levels of government form policies, which are translated among the various levels to manage the useful, secure praxis of e-services. Translation in organisational terms takes place across governmental levels in the multi-level governance chain and secondarily from technical to administrative settings. Since the Swedish public administration relies on a dual steering approach, with strong, constitutionally mandated regional and local autonomy, such policies cannot be forced onto regional and local public agencies. Instead, European and national policy statements become soft policy instruments in the local context, and their implications rely on local uptake in the specific setting and on the competencies of the professionals in local public administration. 

   Since this is a new, emerging field of innovative policy and practice, our analysis will build on an inductive methodological approach. The theoretical framework of policy and technology translation allows inclusion of this broad process of changes. Our focus here on the translation process is to highlight translations both across levels in multi-level settings and as constructions of meanings of security. The conclusion is that the organizational settings of multi-level governance are greater constraints than new technology for implementation of public e-services.   

Place, publisher, year, edition, pages
Edward Elgar Publishing, 2012
National Category
Social Sciences Economics and Business
Identifiers
urn:nbn:se:kth:diva-128973 (URN)10.4337/9781781002841.00015 (DOI)2-s2.0-84882030527 (Scopus ID)
Note

QC 20130918

Available from: 2013-09-18 Created: 2013-09-17 Last updated: 2017-11-29Bibliographically approved
2. Policy entrepreneurs in networks: implementation of two Swedish municipal contact centres from an actor perspective
Open this publication in new window or tab >>Policy entrepreneurs in networks: implementation of two Swedish municipal contact centres from an actor perspective
2014 (English)In: International Journal of Entrepreneurship and Small Business, ISSN 1476-1297, E-ISSN 1741-8054, Vol. 21, no 3, 288-302 p.Article in journal (Refereed) Published
Abstract [en]

This study aims to elaborate on the meanings of policy entrepreneurs and through the conceptualisation analysing implementation of local municipal contact centres - a Swedish local e-governmental initiative. The paper builds on qualitative case studies including interviews, observations and document analysis, all analysed through the perspective of policy entrepreneurs. Local policies are implemented in relation to local cultures, norms and economic structures. The networked governance structure demands entrepreneurial actors to combine resources and interests into a change. Here it is identified both theoretically and practical, two types of such entrepreneurial actors. The issue entrepreneur focuses on the issue as such and focuses on the solution to a single problem. The political entrepreneur, on the other hand, focuses on core values and long term structural changes. The emerging networked governance structure asks for improved knowledge on policy entrepreneurship both for analytical and practical improvements. The findings may provide useful information for municipal e-government planning specifically when planning for implementing contact centres. The study enriches the existing literature on policy entrepreneurs in networks expanding the roles to include also local e-government contexts.

Place, publisher, year, edition, pages
United Kingdom: InderScience Publishers, 2014
Keyword
policy entrepreneurs, municipal contact centre, networks, local e-government, Sweden, local planning, governance
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
urn:nbn:se:kth:diva-152587 (URN)10.1504/IJESB.2014.060893 (DOI)2-s2.0-84899797619 (Scopus ID)
Note

QC 20140929

Available from: 2014-09-29 Created: 2014-09-29 Last updated: 2017-12-05Bibliographically approved
3. Regional E-Governance: Promoting Entrepreneurial Behaviour in Public Administration
Open this publication in new window or tab >>Regional E-Governance: Promoting Entrepreneurial Behaviour in Public Administration
2014 (English)In: Agglomeration, Clusters and Entrepreneurship: Studies in Regional Economic Development / [ed] Charlie Karlsson, Börje Johansson, Roger R. Stough, Cheltenham, UK & Northampton, MA, USA: Edward Elgar Publishing, 2014, 1, 199-220 p.Chapter in book (Refereed)
Abstract [en]

Public e-services are technical innovations leading to organisational changes. The basic pre-conditions of e-services in the public sector differ in several perspectives from the private sector and e-commerce. For example when the “customers” are citizens instead of consumers the distribution of, access to and use of the services are different. Thus there are demands for developing general models and approaches to analyse as well as promote public e-services. Governmental e-services bring out innovative organisational changes based on how the public sector can meet the e-society and bridge over formerly unseen divides. However, such changes demand an innovative behaviour among actors in usually strictly and formally defined roles. 

The conceptual model developed in this paper will discuss the differences of e-services, e-administration and e-democracy. Following on to this model an illustrative case of a public e-service on the Internet is presented analysed through the model. The e-service extending the geographical reach of public organisations is the Common application system for upper secondary school, in the regions of West Sweden and Östergötland in Sweden.

Place, publisher, year, edition, pages
Cheltenham, UK & Northampton, MA, USA: Edward Elgar Publishing, 2014 Edition: 1
Series
New Horizons in Regional Science
Keyword
e-Governance, e-administration, e-services, policy entrepreneurs, regional associations, Sweden
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
urn:nbn:se:kth:diva-133706 (URN)10.4337/9781783472635.00016 (DOI)978 1 84980 926 9 (ISBN)
Note

 QC 20140929

 

Available from: 2013-11-08 Created: 2013-11-08 Last updated: 2014-09-29Bibliographically approved
4. Local e-Government in Sweden: Municipal Contact Centre Implementation with Focus on Public Administrators and Citizens
Open this publication in new window or tab >>Local e-Government in Sweden: Municipal Contact Centre Implementation with Focus on Public Administrators and Citizens
2014 (English)In: The Journal of Community Informatics, ISSN 1712-4441, Vol. 10, no 1, 1-15 p.Article in journal (Refereed) Published
Abstract [en]

The aim of the article is to analyze the implementation of municipal contact centers (CCs) – an e-government initiative on the local level- from the perspectives of  public adiminstrators and the citizens. This article is based on case studies from four Swedish municipalites. The results indicate that the CCs: contribute to increased access to municipal service, localize public services and combine different services into a one-stop practice striving to provide a “holistic” approach to the individual citizen in her local context. However, the quality of the service also depends on the organization of the work  within the back office of the municipalities. All issues from citizens were registered in a common database which may be a potantail contribution local planning and to increased knowledge about the citizens’ needs and perceptions regarding municipality services.  

Place, publisher, year, edition, pages
Vancouver, Canada: open journal systems, 2014
Keyword
e-government, municipal contact centre, implementation, citizens, public administrators
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
urn:nbn:se:kth:diva-133772 (URN)
Note

http://ci-journal.net/index.php/ciej/article/view/860/1044 länk till artikeln

QC 20140929

Available from: 2013-11-11 Created: 2013-11-11 Last updated: 2014-09-29Bibliographically approved

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